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  1. Confluence Cloud
  2. CONFCLOUD-35730

Caching problems can cause the option to create JIRA Issue from highlighting text to become missing

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      NOTE: This bug report is for Confluence Cloud. Using Confluence Server? See the corresponding bug report.

      Problem summary

      Since Confluence 5.4, it is possible create JIRA issues by highlighting text on a Confluence page. A dialog will pop-up over the highlighted text, with an option to create a comment from the quote, or to create an issue in JIRA.

      However, we've observed instances where the Create JIRA option is missing (but the comment-from-quote option is still there) seemingly intermittently, without explicit change to the system from users or administrators.

      Troubleshooting

      There can be more than one cause for this Create JIRA ticket option to not appear with text highlights:

      • The plugin Confluence and Jira Content Connector might be disabled
      • The plugin Page Highlight Actions might be disabled
      • The individual user might have the "Show option panel when text is selected" setting unchecked in Profile > Settings

      However, in the cases Support has observed, these avenues have already been explored. There are no errors in logs or in the UI, and the intermittent nature makes this issue particularly difficult to troubleshoot. The JIRA icon is simply missing when text is highlighted.

      Steps to reproduce

      This issue is intermittent, and we do not have clear steps to reproduce. However, the problem appears to be with the in-memory cache.

      Workaround

      We've found that the problem may be related to an in-memory cache store, and some customers have had success getting the functionality back by flushing the cache (via Confluence Admin > Cache Management (or Cache Statistics) > Flush all). Restarting Confluence may also restore the functionality.

      ALSO:
      Running a Content Index from Confluence administration >> Content indexing >> Rebuild, will clear this out.

      Confluence Cloud instances will need to file a support request at https://support.atlassian.com to request we run this for you due to permission restrictions on both flushing cache and content indexing.

            [CONFCLOUD-35730] Caching problems can cause the option to create JIRA Issue from highlighting text to become missing

            Feng Xu (Inactive) added a comment -

            A fix for this issue is now available for Confluence Server customers.

            Upgrade now or check out the Release Notes to see what other issues are resolved.

            Feng Xu (Inactive) added a comment - A fix for this issue is now available for Confluence Server customers. Upgrade now or check out the Release Notes to see what other issues are resolved.

            upstream - next level mobility added a comment - - edited

            Same here, using Confluence 5.10.4 and Jira 7.2.1. Tried the above mentioned solutions, but after a Confluence restart the problem reappeared - no Jira symbol when highlighting text in Confluence. Please look into this as our project team really depends on this little feature for efficient work.

            Edit: for us another workaround did the trick:

            • shut down confluence
            • delete these directories from CONFLUENCE_HOME:
              • bundled-plugins
              • plugins-cache
              • plugins-osgi-cache
              • plugins-temp
              • webresource-temp
            • start Confluence

            After starting Confluence the Jira-Button is there again. This might also relate to the the problem described by another user, who saw the problem come and go after multiple restarts.

            upstream - next level mobility added a comment - - edited Same here, using Confluence 5.10.4 and Jira 7.2.1. Tried the above mentioned solutions, but after a Confluence restart the problem reappeared - no Jira symbol when highlighting text in Confluence. Please look into this as our project team really depends on this little feature for efficient work. Edit: for us another workaround did the trick: shut down confluence delete these directories from CONFLUENCE_HOME: bundled-plugins plugins-cache plugins-osgi-cache plugins-temp webresource-temp start Confluence After starting Confluence the Jira-Button is there again. This might also relate to the the problem described by another user, who saw the problem come and go after multiple restarts.

            Oliver Schalch added a comment - - edited

            Also having that issue, with Confluence 5.10.2, clearing cache, rebuilding index didnt help. Even not working in safe mode.

            Oliver Schalch added a comment - - edited Also having that issue, with Confluence 5.10.2, clearing cache, rebuilding index didnt help. Even not working in safe mode.

            nacious added a comment -

            I really like the feature of being able to create a Jira task from a confluence page. As a cloud user, this is a particularly frustrating bug because a support ticket has to be raised with Atlassian in order to flush the cache. I'd love to see this bug get a higher priority.

            nacious added a comment - I really like the feature of being able to create a Jira task from a confluence page. As a cloud user, this is a particularly frustrating bug because a support ticket has to be raised with Atlassian in order to flush the cache. I'd love to see this bug get a higher priority.

            Jan-Peter Rusch added a comment -

            Still not fixed in Confluence 5.9.9 & Jira 7.1.4

            Both servers are restarted every night. Restart sometimes fixes the problem, sometimes not... This is a pain....

            At least some hints, debugging information or a description how Confluence determines when to display a Jira icon a when not could be a first step.

            Sad,

            Jan-Peter

            Jan-Peter Rusch added a comment - Still not fixed in Confluence 5.9.9 & Jira 7.1.4 Both servers are restarted every night. Restart sometimes fixes the problem, sometimes not... This is a pain.... At least some hints, debugging information or a description how Confluence determines when to display a Jira icon a when not could be a first step. Sad, Jan-Peter

            Jan-Peter Rusch added a comment -

            Hi,

            this issue came up again in our environment: Confluence 5.9.7 with Jira 7.1.1 and, as already mentioned, hard to solve & reproduce as our staging environment doesn't show the issue,

            I tried the following steps:

            • Clear caches / Rebuild index
            • Deleted & reconfigured Jira application link
            • Checked the plugins
            • Checked user settings
            • Restarted Jira (Confluence is restarted every night...)

            Jira connection apart from the highlight text issue is working without problems. Issues are displayed at the top of the Confluence page, issue links are displayed in the page, issue reports are working, but the highlight text & create issue is not working.

            Running our of ideas...

            Jan-Peter Rusch added a comment - Hi, this issue came up again in our environment: Confluence 5.9.7 with Jira 7.1.1 and, as already mentioned, hard to solve & reproduce as our staging environment doesn't show the issue, I tried the following steps: Clear caches / Rebuild index Deleted & reconfigured Jira application link Checked the plugins Checked user settings Restarted Jira (Confluence is restarted every night...) Jira connection apart from the highlight text issue is working without problems. Issues are displayed at the top of the Confluence page, issue links are displayed in the page, issue reports are working, but the highlight text & create issue is not working. Running our of ideas...

            n. N. added a comment -

            By the way, James Richards from the Atlassian Support has been able to reproduce the issue in https://support.atlassian.com/servicedesk/customer/portal/14/CSP-159863.

            n. N. added a comment - By the way, James Richards from the Atlassian Support has been able to reproduce the issue in https://support.atlassian.com/servicedesk/customer/portal/14/CSP-159863 .

            n. N. added a comment -

            Hi Robert,

            I agree with Bruno, this is really annoying and it is happening everyday on our instance. We are using Confluence 5.8.9 and JIRA 6.4.11 and have to flush the cache or restart Confluence everyday which is quite sad for such a cool product...

            Can you please fix it asap so that the application link/integrated experience Atlassian stands for is experiencable again?

            Thanks in advance and best regards,
            Christoph

            n. N. added a comment - Hi Robert, I agree with Bruno, this is really annoying and it is happening everyday on our instance. We are using Confluence 5.8.9 and JIRA 6.4.11 and have to flush the cache or restart Confluence everyday which is quite sad for such a cool product... Can you please fix it asap so that the application link/integrated experience Atlassian stands for is experiencable again? Thanks in advance and best regards, Christoph

            Bruno Marsal added a comment -

            How is this a minor issue? Users complain whenever this "Create JIRA issue" option doesn't appear anymore.
            I understand there is a workaround available, but this workaround isn't a permanent fix -> major issue.

            Bruno Marsal added a comment - How is this a minor issue? Users complain whenever this "Create JIRA issue" option doesn't appear anymore. I understand there is a workaround available, but this workaround isn't a permanent fix -> major issue.

            Mark Wittig added a comment -

            Hi Robert,

            a server restart resolved this issue. I can not say that a restart resolve the problem for a long time. We have updated the system with a newer confluence version 2 weeks after the restart. Now we are on version 5.8.2 and have not the problem again.

            Mark Wittig added a comment - Hi Robert, a server restart resolved this issue. I can not say that a restart resolve the problem for a long time. We have updated the system with a newer confluence version 2 weeks after the restart. Now we are on version 5.8.2 and have not the problem again.

              qpham@atlassian.com Quan Pham
              rchang Robert Chang
              Affected customers:
              19 This affects my team
              Watchers:
              37 Start watching this issue

                Created:
                Updated:
                Resolved: